Hospitality Supervisor

Bally's Chicago•Kingsbury, NV

1d•Onsite

About The Position

This role oversees room inventory, availability, and assignments to maximize occupancy and revenue. It involves managing front office operations, ensuring compliance with hotel procedures, handling guest concerns, and supporting revenue optimization. The position also includes financial and administrative responsibilities such as ensuring billing accuracy and assisting with group pre-arrival and post-billing. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Requirements

Proficiency in PMS Opera for room control functions.
Ability to manage Front Office call volume.
Experience supervising daily front desk activities, including check-in, check-out, and guest services.
Knowledge of hotel procedures, service standards, and brand expectations.
Skill in handling escalated guest concerns and providing service recovery solutions.
Ability to audit reservations, rate codes, and room assignments for accuracy.
Experience assisting with Manager on Duty (MOD) duties.
Leadership skills to lead and supervise front office and related departments.
Ability to conduct shift briefings and communicate key updates.
Understanding of staffing levels and adjusting assignments based on business demands.
Knowledge of safety, security, and emergency procedures.
Ability to document and communicate shift activity, incidents, and follow-ups.
Skills in anticipating guest needs and proactively resolving issues.
Ability to build relationships with repeat and VIP guests.
Experience ensuring special requests and amenities are fulfilled accurately.
Experience training, mentoring, and supporting team members.
Ability to provide coaching and performance feedback.
Skills in promoting teamwork, accountability, and a positive work environment.
Experience assisting with scheduling and staffing coordination.
Ability to support revenue optimization by managing room inventory and upgrades.
Skills in minimizing room-related losses (no-shows, rate discrepancies, etc.).
Ability to ensure accuracy of billing, folios, and posting of charges.
Experience assisting with Sales and Marketing Group pre-arrival and post billing.
Ability to monitor and approve adjustments & comps within authorization limits.

Responsibilities

Oversee room inventory, availability, and assignments to maximize occupancy and revenue.
Balance room types and manage oversell situations effectively.
Coordinate room status updates with Housekeeping and Facilities to ensure timely availability.
Block rooms for VIPs, groups, and special requests.
Monitor and manage room discrepancies and resolve issues promptly.
Ensure proper use of the PMS Opera for room control functions.
Manage Front Office call volume.
Supervise daily front desk activities, including check-in, check-out, and guest services.
Ensure compliance with hotel procedures, service standards, and brand expectations.
Handle escalated guest concerns and provide service recovery solutions.
Assist team with operational support during peak periods.
Audit reservations, rate codes, and room assignments for accuracy.
Assist with Manager on Duty (MOD) duties during assigned shifts.
Lead and supervise front office and related departments to ensure smooth operations.
Conduct shift briefings and communicate key updates, VIP arrivals, and operational priorities.
Monitor staffing levels and adjust assignments based on business demands.
Ensure compliance with safety, security, and emergency procedures.
Document and communicate shift activity, incidents, and follow-ups in daily reports.
Ensure consistent delivery of exceptional guest service.
Anticipate guest needs and proactively resolve issues.
Build relationships with repeat and VIP guests.
Ensure special requests and amenities are fulfilled accurately.
Train, mentor, and support front office team members.
Provide coaching and performance feedback.
Promote teamwork, accountability, and a positive work environment.
Assist with scheduling and staffing coordination.
Support revenue optimization by managing room inventory and upgrades.
Assist with minimizing room-related losses (no-shows, rate discrepancies, etc.).
Ensure accuracy of billing, folios, and posting of charges.
Assists with Sales and Marketing Group pre-arrival and post billing.
Monitor and approve adjustments & comps within authorization limits